KUALITAS PELAYANAN OMBUDSMAN REPUBLIK INDONESIA PERWAKILAN RIAU DALAM MENYELESAIKAN LAPORAN MASYARAKAT DIBIDANG PELAYANAN PUBLIK

Abstract

Abstract

Public service quality is a key indicator in assessing the effectiveness of government agencies, particularly oversight bodies such as the Ombudsman of the Republic of Indonesia. This study aims to analyze in-depth the service quality of the Ombudsman of the Republic of Indonesia's Riau Representative Office in resolving public service reports during the 2021–2024 period. Quality is measured using five indicators from the Servqual model: tangible evidence, reliability, responsiveness, assurance, and empathy. This study also identifies inhibiting factors that influence service quality. This study uses a qualitative descriptive method with data collection techniques through in-depth interviews, observation, and documentation. The informants, consisting of Ombudsman employees and public reporters, found that the overall service of the Indonesian Ombudsman Representative Office in Riau has been quite good, particularly in terms of the manner in which officers communicate and empathize when handling public reports. However, several obstacles remain that impact service quality, including limited human resources, minimal outreach, limited operational budget, and inadequate transportation for field activities. These factors have the potential to reduce service effectiveness and efficiency, particularly in terms of reducing time and reaching communities in remote areas. Based on these findings, it is recommended that the Ombudsman increase the number and capacity of its human resources, expand outreach, optimize its digital system, and strengthen operational support facilities. Overall improvements in service quality are crucial to maintain public trust and ensure the protection of the public's right to fair and transparent public services.